Methods, Systems, and Computer-Readable Media for Providing Contact Information at Turf Level

ABSTRACT

Methods, systems, and computer-readable media provide for providing contact information at turf level. According to embodiments, a method for providing contact information at turf level is provided. According to the method, a selected turf from a plurality of turfs displayed in a spreadsheet-based graphical user interface (GUI) is received. In response to receiving the selected turf, contact information for field supervisors associated with disciplines of the selected turf is displayed.

CROSS-REFERENCE TO RELATED APPLICATIONS

The present application is a continuation of U.S. patent applicationSer. No. 11/778,962, titled “Methods, Systems, and Computer-ReadableMedia for Providing Contact Information at Turf Level,” filed Jul. 17,2007, which is related to commonly assigned U.S. patent application Ser.No. 11/778,953, titled “Methods, Systems, And Computer-Readable MediaFor Determining A Plurality Of Turfs From Where To Reallocate AWorkforce To A Given Turf,” filed Jul. 17, 2007; commonly assigned U.S.patent application Ser. No. 11/778,999, titled “Methods, Systems, AndComputer-Readable Media For Generating A Report Indicating JobAvailability,” filed Jul. 17, 2007; commonly assigned U.S. patentapplication Ser. No. 11/779,027, now U.S. Pat. No. 8,060,401, titled“Methods, Systems, And Computer-Readable Media For Providing AnIndication Of A Schedule Conflict,” filed Jul. 17, 2007; commonlyassigned U.S. patent application Ser. No. 11/779,054, now U.S. Pat. No.8,069,072, titled “Methods, Systems, And Computer-Readable Media ForProviding An Indication Of Hightime,” filed Jul. 17, 2007; commonlyassigned U.S. patent application Ser. No. 11/779,087, now U.S. Pat. No.8,249,905, titled “Methods, Systems, And Computer-Readable Media ForProviding Future Job Information,” filed Jul. 17, 2007; commonlyassigned U.S. patent application Ser. No. 11/778,867, now abandoned,titled “Methods, Systems, And Computer-Readable Media For ProvidingNotification Of A Last Job Dispatch,” filed Jul. 17, 2007; commonlyassigned U.S. patent application Ser. No. 11/778,919, now U.S. Pat. No.8,239,232, titled “Methods, Systems, And Computer-Readable Media ForProviding Commitments Information Relative To A Turf,” filed Jul. 17,2007; commonly assigned U.S. patent application Ser. No. 11/779,011,titled “Methods, Systems, And Computer-Readable Media For Providing ARatio Of Tasks Per Technician,” filed Jul. 17, 2007; and commonlyassigned U.S. patent application Ser. No. 11/779,073, now abandoned,titled “Methods, Systems, And Computer-Readable Media For ProvidingWorkforce To Load Information,” filed Jul. 17, 2007; each of which ishereby incorporated herein by reference.

TECHNICAL FIELD

This application relates generally to the field of load balancing. Morespecifically, the disclosure provided herein relates to the field ofdynamic workforce reallocation.

BACKGROUND

Telecommunications networks may provide a number of services, such asplain old telephone service (“POTS”), digital subscriber line (“DSL”),and cable. A telecommunications network may be divided into a pluralityof geographic areas known as turfs. Maintenance of thetelecommunications network generally involves a proper reallocation oftechnicians across the turfs such that work orders can be timely filled.For example, when one turf experiences a high volume of work orders, itmay be desirable to reallocate available technicians from another,preferably nearby, turf with a low volume of work orders to help withthe high volume. The reallocation of technicians may be based on anumber of factors, such as the location, skills, schedule, andavailability of the technicians, as well as the priority of the workorders and the amount of time to complete the work orders.

A load balance supervisor (“LBS”) may be assigned to coordinate thereallocation of technicians within a plurality of turfs (hereinafterreferred to as an “assignment group”). In many instances, the LBS maynot be familiar with the assignment group, which increases thedifficulty of coordinating the reallocation of technicians across theassignment group. For example, the LBS may be assigned to an unfamiliardisaster area after a hurricane or a tornado. Without familiarity withthe disaster area, the LBS may conventionally rely on turfs maps and theadvice of field supervisors to determine the most optimal locations fromwhere to reallocate available technicians. Contact information for thefield supervisors is typically provided by paper copies and spreadsheetscontaining the contact information.

SUMMARY

Embodiments of the disclosure presented herein include methods, systems,and computer-readable media for providing contact information at turflevel. According to one aspect, a method for providing contactinformation at turf level is provided. According to the method, aselected turf from a plurality of turfs displayed in a spreadsheet-basedgraphical user interface (GUI) is received. In response to receiving theselected turf, contact information for field supervisors associated withdisciplines of the selected turf is displayed.

According to another aspect, a system for providing contact informationat turf level is provided. The system includes a memory and a processorfunctionally coupled to the memory. The memory stores a programcontaining code for providing contact information at turf level. Theprocessor is responsive to computer-executable instructions contained inthe program and operative to: receive a selected turf from a pluralityof turfs displayed in a spreadsheet-based graphical user interface(GUI), and in response to receiving the selected turf, display contactinformation for field supervisors associated with disciplines of theselected turf.

According to yet another aspect, a computer-readable medium havinginstructions stored thereon for execution by a processor to perform amethod for providing contact information at turf level. According to themethod, a selected turf from a plurality of turfs displayed in aspreadsheet-based graphical user interface (GUI) is received. Inresponse to receiving the selected turf, contact information for fieldsupervisors associated with disciplines of the selected turf isdisplayed.

Other systems, methods, and/or computer program products according toembodiments will be or become apparent to one with skill in the art uponreview of the following drawings and detailed description. It isintended that all such additional systems, methods, and/or computerprogram products be included within this description, be within thescope of the present invention, and be protected by the accompanyingclaims.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 is a diagram of an exemplary embodiment of a graphical userinterface (“GUI”) in a previous version.

FIG. 2 is a high-level diagram illustrating an allocation of techniciansfor maintaining and repairing a telecommunications network, inaccordance with exemplary embodiments.

FIG. 3 is a block diagram illustrating a computer configured to providea GUI that aids in the reallocation of the technicians across aplurality of turfs, in accordance with exemplary embodiments.

FIG. 4 is a block diagram of a workforce reallocation system, inaccordance with exemplary embodiments.

FIG. 5 is a diagram of a GUI, in accordance with exemplary embodiments

FIG. 6 is a diagram of a drop-down window in the GUI of FIG. 5, inaccordance with exemplary embodiments.

FIG. 7 is diagram of another drop-down window in the GUI of FIG. 5, inaccordance with exemplary embodiments.

FIG. 8 is a diagram of another drop-down window in the GUI of FIG. 5, inaccordance with exemplary embodiments.

FIG. 9 is a flow diagram illustrating a method for providing contactinformation at turf level, in accordance with exemplary embodiments.

DETAILED DESCRIPTION

The following detailed description is directed to methods, systems, andcomputer-readable media for providing contact information at turf level.In the following detailed description, references are made to theaccompanying drawings that form a part hereof, and which are shown byway of illustration specific embodiments or examples.

As used herein, the terms “work order,” “job,” and “task” are usedinterchangeably. Although not so limited, embodiments described hereinprimarily refer to a “work order” as the maintenance and repair of atelecommunications network by a technician. However, it will be apparentto one of ordinary skill in the art that, in further embodiments, a“work order” may include any suitable service that involves theallocation and reallocation of personnel to perform the service.

Embodiments described herein provide a Next Generation Load Balance(“NGLB”) tool for work force reallocation. According to exemplaryembodiments, the NGLB tool has a graphical user interface (“GUI”), suchas a GUI 10 of FIG. 1 and a GUI 400 of FIG. 5, containing an organizedoverview of work order and technician statuses within a plurality ofturfs. The NGLB tool may be utilized by a load balance supervisor(“LBS”) or other load balancing personnel to aid in the coordination ofwork force reallocation within the plurality of turfs. In oneembodiment, the NGLB tool is provided to the LBS as a web-basedapplication that can be accessed remotely via, for example, a webbrowser. In addition, the NGLB tool may be stored on a computing deviceused by the LBS to balance personnel.

According to further embodiments, the NGLB tool is configured to providecontact information for field supervisors associated with a plurality ofdisciplines in a given turf. The contact information may be provided asa drop-down window, such as a drop-down window 442, in the GUI when aturf is selected by the LBS. The LBS may utilize the contact informationto contact field supervisors regarding unfamiliar turfs, technicians, orany other suitable information. By providing contact information for anyselected turf, the NGLB tool enables the LBS to easily and convenientlyaccess contact information for field supervisors through the GUI withoutresorting to conventional paper copies and spreadsheets.

Referring now to the drawings, it is to be understood that like numeralsrepresent like elements through the several figures, and that not allcomponents and/or steps described and illustrated with reference to thefigures are required for all embodiments. FIG. 1 is an exemplaryembodiment of the GUI 10 utilized in a previous version of the NGLB toolimplemented by the assignee of this application on or about April 2005.As illustrated in FIG. 1, the GUI 10 includes a plurality of turfs, suchas turfs 12 a, 12 b, 12 c, 12 d. Each of the turfs, such as the turf 12a, includes four columns 14 a, 14 b, 14 c, 14 d. Each of the fourcolumns 14 a, 14 b, 14 c, 14 d includes a first cell 16 a and a secondcell 16 b. The first cell 16 a includes job information and the secondcell 16 b includes technician information, according to one embodiment.The GUI 10 provides map presentation of the turfs 12 a, 12 b, 12 c, 12d. The map presentation provides a visual mapping of physical distancesbetween each of the plurality of the turfs 12 a, 12 b, 12 c, 12 d. Inone example, the physical distance between the turf 12 a and the turf 12b is a distance 18. In another example, the turf 12 c and turf 12 d arecontiguous as indicated by the turf 12 c being in contact with the turf12 d in the GUI 10. Although not illustrated in FIG. 1, the GUI 10 ofthe previous version of the NGLB tool is configured to provide the namesof supervisors associated with each of a plurality buckets in responseto a user hovering a mouse cursor over the turfs 12 a, 12 b, 12 c, 12 d.

FIGS. 2-9 as described below illustrate a current version of the NGLBtool. FIG. 2 is a high-level diagram illustrating an allocation of thetechnicians 102 for maintaining and repairing a telecommunicationsnetwork 100, in accordance with exemplary embodiments. Thetelecommunications network 100 is maintained and repaired by a pluralityof the technicians 102. As illustrated in FIG. 2, each of thetechnicians 102 is assigned to an Alpha turf 104 a or a Beta turf 104 b(collectively turfs 104) by a LBS 106 or other load balancing personnel,according to exemplary embodiments. Each turf 104 includes a plain oldtelephone service (“POTS”) bucket 108 a, a digital subscriber line(“DSL”) bucket 108 b, and a cable bucket 108 c (collectively buckets108), according to one embodiment. Each of the buckets 108 represents adiscipline in which one or more of the technicians 102 may be assignedbased on the skill set of the technician 102. In particular, thetechnician 102 in the POTS bucket 108 a should have a skill set forcompleting POTS related work orders. The technician 102 in the DSLbucket 108 b should have a skill set for completing DSL related workorders, and the technician 102 in the cable bucket 108 c should have askill set for completing cable related work orders. In one embodiment,one or more of the technicians 102 may include multiple skill sets forcompleting work orders under multiple buckets 108. The technicians 102may be managed by one or more field supervisors (not shown). Forexample, the technicians 102 in each bucket 108 may be managed by aseparate field supervisor.

For the sake of simplicity and without limitation, only two turfs 104 aand 104 b and three buckets 108 a, 108 b, and 108 c are illustrated inFIG. 2. However, it will be apparent to those of ordinary skill in theart that the telecommunications network 100 may include any suitablenumber of turfs 104 and any suitable number and types of buckets 108,according to further embodiments.

The LBS 106 utilizes a computer 110 to aid in reallocating the pluralityof technicians 102 across the turfs 104. The computer 110 includes areallocation module 112, which enables the computer 110 to display agraphical user interface (“GUI”), such as the GUI 400 of FIG. 5, thatprovides the LBS 106 with an organized, visual presentation of thetechnicians 102, the turfs 104, and the buckets 108, according to oneembodiment. In one example, if work orders in the Alpha turf 104 acannot be timely filled without additional technicians 102, the LBS 106may view the GUI 400 to determine if the technicians 102 in the Betaturf 104 b can be utilized. In a further example, if service orders inthe POTS bucket 108 a cannot be timely filled without additionaltechnicians 102, the LBS 106 may view the GUI 400 to determine if thetechnicians 102 in the DSL bucket 108 b or the cable bucket 108 c arequalified to fill POTS work orders. In one embodiment, the computer 110functions as a web server located remotely from the LBS 106 by executinga web server application, such as BEA WEBLOGIC SERVER from BEA SYSTEMS.In this embodiment, the LBS 106 may access the GUI 400 over a network,such as a network 214 of FIGS. 3 and 4, using, for example, a local webbrowser interface on a personal computer (“PC”) or other computingdevice.

In one embodiment, the reallocation module 112 generates at least aportion of the GUI 400 based on data stored in a data storage unit 114.The data storage unit 114 may store any suitable data related to thetechnicians 102, such as the location, skills, schedule, andavailability of the technicians 102. The data storage unit 114 may be adatabase. In one embodiment, the data storage unit 114 is an IntegratedDispatch System (“IDS”). The IDS is described in greater detail in U.S.Patent Application Publication No. 2004/0111311, entitled “Turfs andSkills for Multiple Technicians,” to Ingman et al.; U.S. PatentApplication Publication No. 2004/0111312, entitled “Validating Turfs forWork Orders,” to Ingman et al.; U.S. Patent Application Publication No.2004/0111313, entitled “Methods and Systems for Assigning MultipleTasks,” to Ingman et al.; and U.S. Patent Application Publication No.2004/0111634, entitled “Security Permissions for an Integrated DispatchSystem,” to Ingman et al.

FIG. 3 and the following discussion are intended to provide a brief,general description of the computer 110 in which embodiments may beimplemented. While embodiments will be described in the general contextof program modules that execute in conjunction with an applicationprogram that runs on an operating system on a computer system, thoseskilled in the art will recognize that the embodiments may also beimplemented in combination with other program modules.

Generally, program modules include routines, programs, components, datastructures, and other types of structures that perform particular tasksor implement particular abstract data types. Moreover, those skilled inthe art will appreciate that embodiments may be practiced with othercomputer system configurations, including hand-held devices,multiprocessor systems, microprocessor-based or programmable consumerelectronics, minicomputers, mainframe computers, and the like. Theembodiments may also be practiced in distributed computing environmentswhere tasks are performed by remote processing devices that are linkedthrough a communications network. In a distributed computingenvironment, program modules may be located in both local and remotememory storage devices.

FIG. 3 is a block diagram illustrating the computer 110 configured toprovide a GUI, such as the GUI 400 of FIG. 5, that aids in thereallocation of the technicians 102 across the turfs 104, in accordancewith exemplary embodiments. The computer 110 includes a processing unit202, a memory 204, one or more user interface devices 206, one or moreinput/output (“I/O”) devices 208, and one or more network devices 210,each of which is operatively connected to a system bus 212. The bus 212enables bi-directional communication between the processing unit 202,the memory 204, the user interface devices 206, the I/O devices 208, andthe network devices 210.

The processing unit 202 may be a standard central processor thatperforms arithmetic and logical operations, a more specific purposeprogrammable logic controller (“PLC”), a programmable gate array, orother type of processor known to those skilled in the art and suitablefor controlling the operation of the server computer. Processing unitsare well-known in the art, and therefore not described in further detailherein.

The memory 204 communicates with the processing unit 202 via the systembus 212. In one embodiment, the memory 204 is operatively connected to amemory controller (not shown) that enables communication with theprocessing unit 202 via the system bus 212. According to exemplaryembodiments, the memory 204 includes the reallocation module 112. In oneembodiment, the reallocation module 112 is embodied in computer-readablemedia containing instructions that, when executed by the processing unit202, generates a GUI, such as the GUI 400 of FIG. 5, containinginformation related to the reallocation of the technicians 102 across aplurality of the turfs 104, as described in greater detail below.Exemplary information related to the reallocation across a plurality ofthe turfs 104 includes, but is not limited to, the physical proximitybetween the technicians 102, the availability of the technicians 102,the physical proximity between the turfs 104, the existing load on eachof the turfs 104, and the anticipated load on each of the turfs 104.According to further embodiments, the reallocation module 112 may beembodied in hardware, software, firmware, or any combination thereof.

As illustrated in FIG. 3, the reallocation module 112 includes a contactinformation module 216. In one embodiment, the contact informationmodule 216 is embodied in computer-readable media containinginstructions that, when executed by the processing unit 202, providescontact information at turf level. The contact information module 216may be configured to display contact information for each discipline ineach turf 104 a, 104 b displayed in the GUI, such as the GUI 400. Asdescribed in greater detail below, in one embodiment, the LBS 106requests the contact information for each discipline in a turf, such asthe turf 104 a, by accessing the turf using an input device, such as amouse 308 of FIG. 4.

By way of example, and not limitation, computer-readable media maycomprise computer storage media and communication media. Computerstorage media includes volatile and non-volatile, removable andnon-removable media implemented in any method or technology for storageof information such as computer-readable instructions, data structures,program modules, or other data. Computer storage media includes, but isnot limited to, RAM, ROM, Erasable Programmable ROM (“EPROM”),Electrically Erasable Programmable ROM (“EEPROM”), flash memory or othersolid state memory technology, CD-ROM, digital versatile disks (“DVD”),or other optical storage, magnetic cassettes, magnetic tape, magneticdisk storage or other magnetic storage devices, or any other mediumwhich can be used to store the desired information and which can beaccessed by the computer 110.

The user interface devices 206 may include one or more devices withwhich a user accesses the computer 110. The user interface devices 206may include, but are not limited to, computers, servers, personaldigital assistants, cellular phones, or any suitable computing devices.In one embodiment, the computer 110 functions as a web server locatedremotely from the LBS 106 by executing a web server application, such asBEA WEBLOGIC SERVER from BEA SYSTEMS. By enabling the computer 110 tofunction as a web server, the LBS 106 may access the GUI 400 generatedby the computer 110 over a network, such as the network 214, using, forexample, a local web browser interface on a PC or other computingdevice.

According to exemplary embodiments, the I/O devices 208 enable a user tointerface with the reallocation module 112. In one embodiment, the I/Odevices 208 are operatively connected to an I/O controller (not shown)that enables communication with the processing unit 202 via the systembus 212. The I/O devices 208 may include one or more input devices, suchas, but not limited to, a keyboard, a mouse, and an electronic stylus.Further, the I/O devices 208 may include one or more output devices,such as, but not limited to, a display screen and a printer.

The network devices 210 enable the computer 110 to communicate withother networks or remote systems via the network 214. Examples of thenetwork devices 210 may include, but are not limited to, a modem, aradio frequency (“RF”) or infrared (“IR”) transceiver, a telephonicinterface, a bridge, a router, or a network card. The network 214 mayinclude a wireless network such as, but not limited to, a Wireless LocalArea Network (“WLAN”) such as a WI-FI network, a Wireless Wide AreaNetwork (“WWAN”), a Wireless Personal Area Network (“WPAN”) such asBLUETOOTH, a Wireless Metropolitan Area Network (“WMAN”) such a WiMAXnetwork, or a cellular network. Alternatively, the network 214 may be awired network such as, but not limited to, a Wide Area Network (“WAN”)such as the Internet, a Local Area Network (“LAN”) such as the Ethernet,a wired Personal Area Network (“PAN”), or a wired Metropolitan AreaNetwork (“MAN”).

FIG. 4 is a block diagram of a workforce reallocation system 300, inaccordance with exemplary embodiments. The workforce reallocation system300 includes the computer 110, a network dispatch center (“NDC”) 302,and the data storage unit 114, each of which is operatively connected tothe network 214. The NDC 302 includes a load balance PC 304, which isutilized by the LBS 106, according to one embodiment. In furtherembodiments, the NDC 302 may include any suitable number of load balancePCs 304 to be utilized by any suitable number of LBSs 106. The datastorage unit 114 may store any suitable data regarding the technicians102, such as their location, skills, schedule, and availability. In oneembodiment, the reallocation module 112 retrieves data from the datastorage unit 114 to generate a GUI, such as the GUI 400 of FIG. 5. Thedata storage unit 114 may be a database. In one embodiment, the datastorage unit 114 is an IDS.

The load balance PC 304 includes a display 306 and a mouse 308,according to one embodiment. In further embodiments, the load balance PC304 may include any suitable input/output devices 208. It will beapparent to one having ordinary skill in the art that the load balancePC 304 may be substituted with any suitable computing device, such as apersonal digital assistant or a cellular phone. The display 306 may beconfigured to display the GUI 400 and the contact information providedby the contact information module 216.

In exemplary embodiments, the load balance PC 304 includes a web browser310, such as INTERNET EXPLORER from MICROSOFT CORPORATION, for accessingthe GUI 400 and for facilitating communications between the LBS 106 andthe computer 110. Using the web browser 310, the LBS 106 may access theGUI 400 by inputting a Uniform Resource Locator (“URL”) into the webbrowser 310. The load balance PC 304 may communicate with the computer110 via Hypertext Transfer Protocol (“HTTP”). As previously described,the computer 110 may function as a web server. In one embodiment, accessto the GUI 400 by the load balance PC 304 may be restricted by a loginscreen requiring, for example, a login identification and a password. Infurther embodiments, communications between the load balance PC 304 andthe computer 110 may be encrypted by any suitable encryption mechanism.

In exemplary embodiments, the computer 110 may communicate with the datastorage unit 114 via a Java Database Connectivity (“JDBC”) applicationprogram interface (“API”). In one embodiment, the computer 110 retrievesdata from the data storage unit 114 at regular intervals, such as everytwo to five minutes. In further embodiments, the computer 110 retrievesdata from the data storage unit 114 when requested by the LBS 106. Inother embodiments, the reallocation module 112 may be stored on the loadbalance PC 304 such that the GUI 400 is accessed from the load balancePC 304 and such that the load balance PC 304 communicates with andretrieves data from the data storage unit 114.

FIG. 5 is an exemplary embodiment of the GUI 400. In one embodiment, theGUI 400 is generated by the reallocation module 112 of the computer 110.The LBS 106 may view the GUI 400 on the display 306 via the web browser310 associated with the load balance PC 304. In one embodiment, variousportions of the GUI 400 are accessible by an input device, such as themouse 308. It should be appreciated that the GUI 400 illustrated in FIG.5 is only an exemplary embodiment. It will be apparent to one havingordinary skill in the art that in other embodiments, the GUI 400 may bedisplayed differently (e.g., as a map presentation), may omit certainfields, or may include other fields.

According to exemplary embodiments, the GUI 400 includes a plurality ofturfs, such as an Alabaster turf 402, a Calera turf 404, a Chelsea turf406, a Columbiana turf 408, a Montevallo turf 410, and a Riverchase turf412 in a Turf column 415. The GUI 400 may further include a plurality ofbuckets: a POTS bucket 414, a DSL bucket 416, a Cable bucket 418, aSpecials bucket 420, and a Non-Demand (“ND”) bucket 422. According toexemplary embodiments, each of the buckets 414, 416, 418, 420, 422includes four columns: an Hours column 424, a Tickets column 426, aDispatched Technicians (hereinafter referred to as Dispatches) column428, and a Future Tickets (hereinafter referred to as Futures) column430. Each of a plurality of cells 432, 434, 436, 438 may be associatedwith a column, a bucket, and a turf. For example, the cell 432 isassociated with the Hours column 424, the POTS bucket 414, and theAlabaster turf 402.

A turf, such as the Alabaster turf 402, may refer to any suitablegeographic area. For example, the Alabaster turf 402 refers to the cityof Alabaster, Ala. As illustrated in FIG. 5, the GUI 400 displays theturfs, such as the turfs 402, 404, 406, 408, 410, 412, contained in asoutheast Birmingham assignment group (“AG”) 452. In one embodiment, theNDC 302 includes a plurality of load balance PCs, such as the PC 304,where each load balance PC corresponds to a different AG, such as the AG452.

According to exemplary embodiments, the POTS bucket 414 containsinformation related to POTS related work orders. The DSL bucket 416contains information related to DSL related work orders. The Cablebucket 418 contains information related to cable related work orders.The Specials bucket 420 contains information related to special circuitrelated work orders, such as Digital Signal 1 (“DS1”) and Digital Signal3 (“D53”). The ND bucket 422 is a catch-all bucket containinginformation related to work orders not categorized in the POTS bucket414, the DSL bucket 416, the Cable bucket 418, or the specials bucket420.

The Hours column 424 indicates the number of hours of pending andassigned work orders in each turf 402, 404, 406, 408, 410, 412. Forexample, the cell 432 indicates that there are ten hours of pending andassigned POTS related work orders in the Alabaster turf 402. As usedherein, an assigned work order is defined as a work order that isassigned to a technician, such as the technician 102, and a pending workorder is defined as a work order that is not assigned to a technician102 and is to be completed within the current business day.

In one embodiment, each cell, such as the cell 432, in the Hours column424 may be accessed by an input device, such as the mouse 308. Forexample, the Hours column 424 may be accessed by hovering a mouse cursorover the cell 432 or by clicking the cell using the mouse 308. Inresponse to accessing a cell, such as the cell 432, in the Hours column424, the GUI 400 may display a window, such as a drop-down window 500illustrated in FIG. 6, according to exemplary embodiments. The drop-downwindow 500 may include a job ID column 502, a job type column 504, astatus column 506, a job duration column 508, a technician name column510, and a technician ID column 512. According to exemplary embodiments,the job ID column 502 identifies a particular job. The job type column504 identifies the type of work to be done on that job. The statuscolumn 506 indicates whether the job has been assigned or is pending.The job duration column 508 indicates the anticipated duration of thejob. The technician name column 510 and the technician ID column 512identify a particular technician, such as the technician 102, assignedto the job. The technician name column 510 and the technician ID column512 may be blank for pending jobs, as shown at 514. Although not shownin FIG. 6, the drop-down window 500 may include a terminate button withwhich to close the drop-down window 500.

Referring again to FIG. 5, the Tickets column 426 may indicate thenumber of tickets (i.e., work orders) corresponding to the number ofhours shown in the Hours column 424 of one of the buckets 414, 416, 418,420, 422. For example, the cell 434 indicates that six tickets areassigned and pending. The six tickets indicated in the cell 434correspond to the ten hours of work indicated in cell 432. In oneembodiment, each cell, such as the cell 434, in the Tickets column 426may be accessed by an input device, such as the mouse 308. For example,the Tickets column 426 may be accessed by hovering a mouse cursor overthe cell 434 or by clicking the cell using the mouse 308. In response toaccessing a cell, such as the cell 434, in the Tickets column 426, GUI400 may display a window (not shown), such as a drop-down window,according to one embodiment. The drop-down window may provide additionalinformation about the pending and assigned tickets, such as the type ofwork to be performed in each ticket.

The Dispatches column 428 indicates the number of the technicians 102dispatched. For example, the cell 436 indicates that four technicians102 are dispatched to perform POTS related work orders in the Alabasterturf 402. In one embodiment, each cell, such as the cell 436, in theDispatches column 428 may be accessed by an input device, such as themouse 308. For example, the Dispatches column 428 may be accessed byhovering a mouse cursor over the cell 436 or by clicking the cell usingthe mouse 308. In response to accessing a cell, such as the cell 436, inthe Dispatches column 428, the GUI 400 may display a window, such as adrop-down window 600 illustrated in FIG. 7, according to exemplaryembodiments. The drop-down window 600 includes a technician ID column602, a technician name column 604, a technician status column 606, anext turf column 608, a next bucket column 610, and a skills column 612.According to exemplary embodiments, the technician ID column 602 and thetechnician name column 604 identify a particular technician, such as thetechnician 102, that has been dispatched. The technician status column606 indicates whether the identified technician 102 is on his/her lastdispatch (indicated by a “*” in the technician status column 606) or isassigned to another job (indicated by an “A” in the technician statuscolumn 606). The next turf column 608 and the next bucket column 610 mayidentify the turf and bucket, respectively, for the next job if theidentified technician 102 has been assigned to another job (i.e., thetechnician status column 606 is “A”). The skills column 612 identifiesone or more skills currently assigned to the identified technician 102.Although not shown in FIG. 7, the drop-down window 600 may include aterminate button with which to close the drop-down window 600.

Referring again to FIG. 5, the Futures column 430 indicates the numberof future jobs to be completed, according to exemplary embodiments. Forexample, the cell 438 indicates that six jobs are to be completed in thefuture. In one embodiment, a future job is a job to be completed betweenone and three days. In further embodiments, a future job may be a job tobe completed within any suitable time frame beyond the time frame for apending job, as previously described. In one embodiment, each cell, suchas the cell 438, in the Futures column 430 may be accessed by an inputdevice, such as the mouse 308. For example, the Futures column 430 maybe accessed by hovering a mouse cursor over the cell or by clicking thecell 438 using the mouse 308. In response to accessing a cell, such asthe cell 438, in the Futures column 430, the GUI 400 may display awindow, such as a drop-down window 700 illustrated in FIG. 8, accordingto exemplary embodiments. The drop-down window 700 may include a job IDcolumn 702, a job type column 704, a job status column 706, an accessbegin column 708, and an access end column 710. According to exemplaryembodiments, the job ID column 702 identifies a particular future job.The job type column 704 identifies the type of work to be done on theidentified future job. The job status column 706 indicates whether theidentified future job is pending or assigned. The access begin column708 and the access end column 710 indicate the beginning and the end,respectively, of a time frame with which a technician, such as thetechnician 102, is scheduled to perform the identified future job. Thedrop-down window 700 further includes a terminate button 712 with whichto close the drop-down window 700.

The GUI 400 further includes a Regional Maintenance Center (“RMC”)column 440, which indicates the RMC number designated to a particularturf, according to exemplary embodiments. In one embodiment, each RMCnumber listed under the RMC column 440 may be accessible by an inputdevice, such as the mouse 308. For example, a RMC number may be accessedby hovering a mouse cursor over the RMC number or by clicking the RMCnumber using the mouse 308. In response to accessing the RMC number, theGUI 400 may display a window, such as a drop-down window, according toone embodiment. The window may include information related to each ofthe buckets 414, 416, 418, 420, 422, such as hours, tickets, anddispatches.

Each of the turfs, such as the turfs 402, 404, 406, 408, 410, 412, inthe GUI 400 may be accessed by an input device, such as the mouse 308.FIG. 5 illustrates that the Alabaster turf 402 has been selected, forexample, by hovering a mouse cursor over the turf or by clicking theturf using the mouse 308. As a result of the Alabaster turf 402 beingselected, the Alabaster turf 402 is highlighted in the GUI 400,according to one embodiment. The Alabaster turf 402 may be highlightedusing any suitable visual cue, such as a color.

In response to selecting the Alabaster turf 402, the GUI 400 may displaya window, such as a drop-down window 442, according to exemplaryembodiments. The drop-down window 442 identifies contact information 444for a POTS field supervisor, contact information 446 for a DSL fieldsupervisor, and contact information 448 for a cable supervisor,according to one embodiment. As their names suggest, the POTS fieldsupervisor supervises POTS related work, the DSL field supervisorsupervises DSL related work, and the cable supervisor supervises cablerelated work. The contact information 444, 446, 448 corresponds to fieldsupervisors of the Alabaster turf 402. In one embodiment, the contactinformation 444, 446, 448 includes the field supervisor's name, a workphone number, and a cellular phone number. In further embodiments, thecontact information 444, 446, 448 includes any suitable information forcontacting the field supervisors. Although not illustrated in FIG. 5,the drop-down window 442 may further identify contact information for aSpecials field supervisor who supervises specials related work, a NDfield supervisor who supervises non-demand related work, and other fieldsupervisors. Additionally, although not illustrated in FIG. 5, thedrop-down window 442 may provide additional identifying indicia relatedto each supervisor, such as whether the supervisor is, for example, aday or night supervisor, a weekday or weekend supervisor, or a T1, T3,or digital signal zero (“DS0”) supervisor. The drop-down window 442includes a terminate button 454 with which to close the drop-down window442.

The drop-down window 442 further identifies a list 450 of turfs, such asfive turfs, in ranking order from one to five, according to oneembodiment: (1) the Calera turf 404; (2) the Montevallo turf 410; (3)the Chelsea turf 406; (4) the Columbiana turf 408; and (5) theRiverchase turf 412. In further embodiments, the drop-down window 442may include a list containing any suitable number of turfs. The list 450provides a plurality of proximal turfs with respect to the Alabasterturf 402, which was selected in the GUI 400. The list 450 may bedetermined and ranked according to any suitable criteria, such as thedistance between each of the listed turfs 404, 406, 408, 410, 412 andthe Alabaster turf 402 as well as the ease with which a technician, suchas the technician 102, can move from each of the listed turfs 404, 406,408, 410, 412 to the Alabaster turf 402. The ease with which thetechnician 102 can move between two turfs may be affected by any numberof factors, such as the availability of roads between turfs and thetraffic on the roads at a given time. The suitable criteria may beprovided by, for example, the field supervisors or other experts of theturfs. The given turf may be selected by the LBS 106 or other loadbalancing personnel.

The contact information 444, 446, 448 may be provided by the contactinformation module 216. In one embodiment, the contact informationmodule 216 generates the contact information 444, 446, 448 based on aplurality of reference tables. The reference tables may be stored in thedata storage unit 114. As previously described, the contact informationmodule 216 may be embodied in computer-readable media containinginstructions that, when executed by the processing unit 202, providescontact information at turf level. An exemplary method for providingcontact information at turf level is described in greater detail belowwith respect to FIG. 9.

FIG. 9 is a flow diagram illustrating a method 800 for providing contactinformation at turf level, in accordance with exemplary embodiments.According to the method 800, the contact information module 216 receives(at 802) a selected turf, such as the Alabaster turf 402. The turf 402may be selected in the GUI 400 when the LBS 106 hovers a mouse cursorover the turf or clicks the turf using the mouse 308. In response toreceiving the selected turf 402, the contact information module 216displays (at 804) contact information for field supervisors associatedwith disciplines of the selected turf The contact information may bedisplayed as a drop-down window, such as the drop-down window 442, or inany other suitable format.

Although the subject matter presented herein has been described inconjunction with one or more particular embodiments and implementations,it is to be understood that the embodiments defined in the appendedclaims are not necessarily limited to the specific structure,configuration, or functionality described herein. Rather, the specificstructure, configuration, and functionality are disclosed as exampleforms of implementing the claims.

The subject matter described above is provided by way of illustrationonly and should not be construed as limiting. Various modifications andchanges may be made to the subject matter described herein withoutfollowing the example embodiments and applications illustrated anddescribed, and without departing from the true spirit and scope of theembodiments, which is set forth in the following claims.

1. A method for providing contact information at turf level, the methodcomprising: providing, by a computer, a graphical user interfacecomprising a grid having a plurality of turfs as rows on the grid and aplurality of disciplines as columns on the grid within the graphicaluser interface, the plurality of disciplines comprising types of workorders performed by technicians in the plurality of turfs, each of theplurality of turfs represents one of a plurality of geographic areas,the plurality of turfs arranged in accordance with the plurality ofgeographic areas; receiving, via the graphical user interface, a userselection of a select turf in the plurality of turfs; and responsive toreceiving the user selection of the select turf, providing a drop-downwindow positioned over the grid within the graphical user interface, thedrop-down window comprising contact information for a plurality of fieldsupervisors assigned to the select turf, each of the plurality of fieldsupervisors supervising the technicians for one of the plurality ofdisciplines.
 2. The method of claim 1, wherein contiguous turfs in theplurality of turfs correspond to contiguous geographic areas in theplurality of geographic areas.
 3. The method of claim 1, wherein thecontact information comprises a name and a phone number for each of theplurality of field supervisors associated to the select turf.
 4. Themethod of claim 1, wherein the drop-down window further comprises a listof turfs in a nearest proximity to the select turf.
 5. The method ofclaim 1, wherein the plurality of disciplines comprise plain oldtelephone service, digital subscriber line, and cable.
 6. The method ofclaim 1, the method further comprising: generating the contactinformation based on a plurality of reference tables.
 7. The method ofclaim 1, the method further comprising: in response to receiving theuser selection of the select turf, highlighting the select turf in thegraphical user interface.
 8. A system for providing contact informationat turf level, the system comprising: a processor; and a memory coupledto the processor, the memory comprising instructions that, when executedby the processor, cause the processor to perform operations comprising:providing a graphical user interface comprising a grid having aplurality of turfs as rows on the grid and a plurality of disciplines ascolumns on the grid within the graphical user interface, the pluralityof disciplines comprising types of work orders performed by techniciansin the plurality of turfs, each of the plurality of turfs represents oneof a plurality of geographic areas, the plurality of turfs arranged inaccordance with the plurality of geographic areas, receiving, via thegraphical user interface, a user selection of a select turf in theplurality of turfs, and in response to receiving the user selection ofthe select turf, providing a drop-down window positioned over the gridwithin the graphical user interface, the drop-down window comprisingcontact information for a plurality of field supervisors assigned to theselect turf, each of the plurality of field supervisors supervising thetechnicians for one of the plurality of disciplines.
 9. The system ofclaim 8, wherein contiguous turfs in the plurality of turfs correspondto contiguous geographic areas in the plurality of geographic areas. 10.The system of claim 8, wherein the contact information comprises a nameand a phone number for each of the plurality of field supervisorsassociated to the select turf.
 11. The system of claim 8, wherein thedrop-down window further comprises a list of turfs in a nearestproximity to the select turf.
 12. The system of claim 8, wherein theplurality of disciplines comprise plain old telephone service, digitalsubscriber line, and cable.
 13. The system of claim 8, wherein thememory comprises further instructions that, when executed by theprocessor, cause the processor to perform operations comprising: inresponse to receiving the user selection of the select turf,highlighting the select turf in the graphical user interface.
 14. Atangible computer-readable medium comprising instructions that, whenexecuted by a processor, cause the processor to perform operationscomprising: providing a graphical user interface comprising a gridhaving a plurality of turfs as rows on the grid and a plurality ofdisciplines as columns on the grid within the graphical user interface,the plurality of disciplines comprising types of work orders performedby technicians in the plurality of turfs, each of the plurality of turfsrepresents one of a plurality of geographic areas, the plurality ofturfs arranged in accordance with the plurality of geographic areas;receiving, via the graphical user interface, a user selection of aselect turf in the plurality of turfs; and in response to receiving theuser selection of the select turf, providing a drop-down windowpositioned over the grid within the graphical user interface, thedrop-down window comprising contact information for a plurality of fieldsupervisors assigned to the select turf, each of the plurality of fieldsupervisors supervising the technicians for one of the plurality ofdisciplines.
 15. The tangible computer-readable medium of claim 14,wherein contiguous turfs in the plurality of turfs correspond tocontiguous geographic areas in the plurality of geographic areas. 16.The tangible computer-readable medium of claim 14, wherein the contactinformation comprises a name and a phone number for each of theplurality of field supervisors associated to the select turf.
 17. Thetangible computer-readable medium of claim 14, wherein the drop-downwindow further comprises a list of turfs in a nearest proximity to theselect turf.
 18. The tangible computer-readable medium of claim 14,wherein the plurality of disciplines comprise plain old telephoneservice, digital subscriber line, and cable.
 19. The tangiblecomputer-readable medium of claim 14, wherein the tangiblecomputer-readable medium comprises further instructions that, whenexecuted by the processor, cause the processor to perform operationscomprising: generating the contact information based on a plurality ofreference tables.
 20. The computer-readable medium of claim 14, whereinthe tangible computer-readable medium comprises further instructionsthat, when executed by the processor, cause the processor to performoperations comprising: in response to receiving the user selection ofthe select turf, highlighting the select turf in the graphical userinterface.
 21. A method for providing contact information at turf level,comprising: providing, by a computer having a processor and a memory, agraphical user interface comprising a grid having a plurality of turfsas rows on the grid and a plurality of disciplines as columns on thegrid within the graphical user interface, the plurality of disciplinescomprising types of work orders performed by technicians in theplurality of turfs, each of the plurality of turfs represents adifferent geographic area; receiving, via the graphical user interface,a user selection of a select turf in the plurality of turfs; and inresponse to receiving the user selection of the select turf, providing adrop-down window positioned over the grid within the graphical userinterface, the drop-down window comprising contact information for aplurality of field supervisors assigned to the select turf, each of theplurality of field supervisors supervising the technicians for one ofthe plurality of disciplines.
 22. A system for providing contactinformation at turf level, comprising: a processor; and a memory coupledto the processor, the memory comprising instructions that, when executedby the processor, cause the processor to perform a method comprising:providing a graphical user interface comprising a grid having pluralityof turfs as rows on the grid and a plurality of disciplines as columnson the grid, the plurality of disciplines comprising types of workorders performed by technicians in the plurality of turfs, each of theplurality of turfs represents a different geographic area, receiving,via the graphical user interface, a user selection of a select turf inthe plurality of turfs, and in response to receiving the user selectionof the select turf, providing a drop-down window positioned over thegrid within the graphical user interface, the drop-down windowcomprising contact information for a plurality of field supervisorsassigned to the select turf, each of the plurality of field supervisorssupervising the technicians for one of the plurality of disciplines. 23.A tangible computer-readable medium having instructions stored thereonfor execution by a processor to perform a method for providing contactinformation at turf level, the method comprising: providing a graphicaluser interface comprising a grid having plurality of turfs as rows onthe grid and a plurality of disciplines as columns on the grid, theplurality of disciplines comprising types of work orders performed bytechnicians in the plurality of turfs, each of the plurality of turfsrepresents a different geographic area; receiving, via the graphicaluser interface, a user selection of a select turf in the plurality ofturfs; and in response to receiving the user selection of the selectturf, providing a drop-down window positioned over the grid within thegraphical user interface, the drop-down window comprising contactinformation for a plurality of field supervisors assigned to the selectturf, each of the plurality of field supervisors supervising thetechnicians for one of the plurality of disciplines.